1. [Help](https://nuvia.ai/en/docs) 2. [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) # How to use and assign conversations Bring all your conversations from multiple channels together in a single control panel. Available on all plans Who can do it any user with access to the Conversations module Updated on August 3, 2026 [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) On this page 1. What you need before you start 2. Key concepts 3. Navigate Conversations 4. Filter conversations 5. Assign a conversation to an agent 6. Assign a conversation to a team 7. Set a conversation's owner 8. Assign a funnel or stage 9. Resume AI in a human conversation 10. Set a conversation's priority 11. Mark as resolved 12. Limits and rules 13. Common errors and solutions 14. Frequently asked questions **On this page14 sections** 1. What you need before you start 2. Key concepts 3. Navigate Conversations 4. Filter conversations 5. Assign a conversation to an agent 6. Assign a conversation to a team 7. Set a conversation's owner 8. Assign a funnel or stage 9. Resume AI in a human conversation 10. Set a conversation's priority 11. Mark as resolved 12. Limits and rules 13. Common errors and solutions 14. Frequently asked questions You track interactions coming from AI agents, campaigns and inbound alike, with full visibility into who is replying, which stage the conversation has reached and what priority it has. **Available on:** all plans. **Who can do it:** any user with access to the **Conversations** module. ## What you need before you start - At least one connected channel (WhatsApp, LinkedIn, etc.) - Active conversations on the platform (they can come from campaigns, inbound or AI agents) - Access to the **Conversations** module according to your role permission (agent, manager or admin) ## Key concepts ConceptWhat it isWhen to use **Conversations** A unified hub that brings together all active conversations from all channels in a single panel Always: it's the main entry point for customer service operations **Who is replying ** State that shows whether the conversation is being answered by AI, by a human, or is unassigned To quickly see who is responsible: AI (automated agent), Human (agent), Unassigned (nobody) **Owner** A follow-up link to the conversation, independent of the agent. It's the user responsible for following the lead, without necessarily entering the service queue To record who follows the opportunity (e.g. the responsible salesperson), even if day-to-day service is handled by someone else or by the AI **Stage** The conversation's position within the Smart Funnel. It can be “Qualification”, “Proposal”, “Closing”, etc. To know what stage of the conversation the contact is in **Conversation status** The conversation's state: **Open** (active) or **Resolved** (closed) Open is the default; Resolved means the service was completed **Priority** The conversation's urgency level: No priority (default), Low, Normal, High, Urgent To make sure critical conversations are handled first **Sender** Identifier of the inbox / channel the conversation came in through To know which inbox the message came from ## Navigate Conversations 1. In the sidebar, click **Conversations** 2. The main panel shows the list of conversations with: - **Contact name** at the top - **Last message** (excerpt of up to 2 lines) - **Stage** (e.g. “Qualification”) - **Who replies** (AI, Human or Unassigned) - **Time** since the last interaction - **Status indicator** (Needs attention, In service) - **Priority indicator** (when set) 3. Click to open the full conversation in the right side panel 4. The side panel shows: - **Actions menu** (mark conversation as resolved, assign agent, team, funnel stage and set priority) - **Contact data** (name, phone, email, custom fields) - **Conversation files** (images, videos and documents exchanged, grouped by type) - **Full history** of the conversation (all messages, in chronological order) ## Filter conversations The Conversations module offers three filter levels to help you find conversations quickly: main filters at the top, who-is-replying tabs and the advanced filters panel. ### Main filters The top bar holds the filters that define the set of conversations you're viewing. 1. **Conversation status** – filter by state: - All conversations – shows conversations of every status (open and resolved) with no state filter pre-applied. Useful for a complete overview - In service – conversations where a human or the AI has taken control - In follow-up – conversations waiting for the contact to reply - In campaign – conversations that are part of an active campaign 2. **All teams** – filter conversations from just your team or from everyone 3. **All funnels** – filter by a specific Smart Funnel (or all) 4. **All senders** – filter by the sender's channel ### Who-is-replying tabs Within the list, three tabs switch the focus: - **All** – all conversations within the applied filters - **Mine** – your conversations. It includes conversations where you're the **agent** and, for users whose permission is limited to their own conversations, also those where you're the **Owner** (before, this filter only showed conversations where you were the agent) - **AI** – only conversations where the AI is replying ### Advanced filters panel Click the filter button to open the panel with additional filters: - **Funnel stage** – filters by one or more Smart Funnel stages - **Agent** – filters by assigned agent - **Creation date** – filters by date range - **Conversation state** – three options: - **Open** – active conversations (default) - **Resolved** – conversations marked as completed - **All statuses** – shows open and resolved together ### How to apply and clear filters 1. Select the filters you want in the panel to update the list 2. Applied filters show up as **pills** (clickable indicators) above the conversation list 3. Click a **pill** to reopen the advanced filters panel and edit that filter 4. Click the **X** on a pill to remove just that filter 5. Click **Clear all** to reset all filters Good to know Advanced filters are **saved in the URL**. If you move between conversations (click a conversation and go back), the applied filters stay active — they aren't lost. Tip combine filters to find exactly what you need. For example: filtering by your team, “Open” status and the “Qualification” funnel stage shows all new leads on your team that haven't been qualified yet. ## Assign a conversation to an agent Assigning a conversation to a specific agent transfers the responsibility for replying to that person. This is useful when you want a specialist to take over the conversation or when you're routing manually. ### Step by step 1. Open the conversation by clicking its card in the list 2. In the side panel, click the** three dots **(⁞) button at the top right of the conversation 3. Click **Assign agent** 4. A window opens showing the team's agents, with a presence indicator (online/away/offline) 5. Use the **Search user…** field at the top to filter by name (the search ignores case and accents) 6. Click the agent you want 7. The assignment is made Good to know the agent list has a **name search field** and is **sorted by presence** — online first, then away and finally offline (ties broken alphabetically), with a maximum-height scroll. That way, even with many users, you can quickly find who's available. If the search finds no one, **“No results for the search”** appears. The same search field and sorting apply to the **Set owner** menu, on desktop and mobile. ### What happens after assignment - The conversation's **“Who replies”** field is updated to show the agent's name - If an AI agent was replying, the system pauses the AI - The selected agent receives the conversation and can start replying immediately - All following messages are answered by the agent (not by the AI) Important assigning an agent doesn't send an automatic notification. You may need to let the agent know. ## Assign a conversation to a team Assigning a conversation to a team (instead of a specific agent) gives it to any available team member. This is useful for automatically spreading the workload across multiple operators. ### Step by step 1. Open the conversation by clicking its card 2. In the side panel, click the** three dots **(⁞) button 3. Click **Assign team** 4. A menu opens with the account's list of teams (each item shows the team name and the number of online/offline agents) 5. Select the team you want 6. The assignment is made ### What happens after assignment - The **“Who replies”** field is updated with the team's name - The conversation becomes visible to all agents on the team - The first team agent to reply becomes responsible for the conversation Tip team assignment works best for automatic distribution. Use agent assignment when a specific person needs the conversation for reasons of expertise or continuity. ## Set a conversation's owner The **Owner** is a follow-up link to the conversation, separate from the agent. Use it when a salesperson needs to follow a lead without entering the service queue: setting the owner does **not** change who is replying (**Who replies**), does **not** reassign the agent and does **not** send a message in the conversation. ### Owner vs. Agent - **Agent** — who is in the queue and replies to the conversation day to day - **Owner** — who follows the lead or opportunity (usually a salesperson), even offline, without taking over the service In the conversation header, the **Owner** block appears whenever an owner is set, next to **Handled by** (which reflects who is replying). ### How the owner is assigned - **Manually**, with the **Set owner** action in the conversation, choosing a user from your account - **Automatically**, by a Smart Funnel (AI agent) during the conversation, when the flow records who is responsible for follow-up - **When you start a conversation manually**: when you use **Start new conversation** in the Inbox, you're set as its **owner** right away. This makes sure the conversation shows up for you even when your access is limited to your own conversations (“Own” or “Own + AI”). Conversations that come from the lead (inbound) or from a campaign still start **without an owner**, as before. The owner must be a user from the same company. Older conversations start **without an owner** — the platform doesn't assign owners retroactively. Good to know setting the owner doesn't take the conversation out of the queue or pause the AI. To actually transfer the service, use **Assign agent** or **Assign team**. ## Assign a funnel or stage Besides people and teams, you can change the **smart funnel** running the conversation or jump to a **specific stage** within the current funnel. ### Assign a different funnel 1. Open the conversation 2. Click the **three dots **(⁞) button 3. Click **Assign funnel** 4. Select the funnel you want from the list 5. A confirmation window opens 6. Click **Confirm** 7. The conversation's active funnel changes and the AI starts running the new flow ### Assign a stage 1. In the same menu, click **Assign stage** 2. A side menu opens with the stages grouped by type (Main, Success, Discard) 3. Click the stage you want; the conversation moves to that stage instantly Warning changing the funnel or skipping a stage changes how the AI behaves. Use it carefully; in general, the AI manages stage transitions automatically. ## Resume AI in a human conversation When a human agent takes over a conversation (**Who replies = Human**), the AI is paused. You can hand control back to the AI at any time. ### Step by step 1. Open the conversation being answered by a human 2. In the three dots button, choose: - **Resume AI** – the AI starts replying again immediately, without sending a message - **Resume AI and send message** – opens a window where you can add extra context before the AI continues 3. Confirm in the window that opens ### What happens - The **“Who replies”** indicator goes back to **“AI”** - The AI resumes the flow based on the conversation's context - If there's a conflict error or the service is unavailable, a warning is shown Note the “Resume AI” options only show in the menu when the conversation has **Who replies = Human**. ## Set a conversation's priority High-priority conversations stay at the top of the list and need faster attention. You can adjust the priority manually based on how important the contact or opportunity is. ### Step by step 1. Open the conversation 2. In the side panel, click the** three dots **(⁞) 3. Click **Set priority** 4. Click the priority you want from the options: 1. **No priority** (default, removes any priority set) 2. **Low** 3. **Normal** 4. **High** 5. **Urgent** ### Impact of priority - Conversations with **Urgent ** priority always show at the top of the list - Conversations with **High** priority show after Urgent ones - The priority is visible as a small flag on the conversation Tip Use priorities for conversations with big opportunities, VIP customers or escalations. Don't use them for every conversation; save them for what's truly important. ## Mark as resolved Resolved conversations are marked as completed and leave the Conversations module's default view. The history and data are kept. ### Step by step 1. Open the conversation 2. In the side panel, click the** three dots **(⁞) 3. Click **Mark as resolved** 4. A window appears: “Are you sure you want to mark this conversation as resolved?” 5. Click **Confirm** ### What happens - The conversation's state changes to **Resolved** - The conversation disappears from the module's default view (“Open” filter) - The history and data are kept for future reference - Use the **Conversation state > Resolved** filter (in the advanced filters panel) to view resolved conversations ### Automatic resolution for inactivity Open conversations with no activity for **30 days** are automatically marked as resolved by an internal routine. This period can't be configured. #### What happens if the customer replies after resolution If the customer sends a new message in an inbox where their previous conversation is already **Resolved**, the platform creates a **new conversation**; the old conversation isn't reopened. The previous history is kept and accessible from the contact's profile. Important there's currently no “reopen conversation” action in the interface. If you need to work on a resolved conversation again, open the new conversation created by the customer's message or start a new one manually. ## Limits and rules RuleValue Conversation history kept Complete, indefinitely (except when the account is deleted) Simultaneous assignments A conversation can be assigned to one agent or team at a time Conversation owner A link independent of the agent. A conversation has at most one owner at a time; it can exist without one. It doesn't change “Who replies” or pause the AI Reprocessing after assignment Assigning a new agent doesn't reprocess the history, only future messages Multiple assignments Allowed, with no limit on how many times a conversation can be reassigned Editable contact data Contact fields (name, phone, email) are synced with the platform in real time Combined filters You can combine multiple filters (team + funnel + sender + status + stage + agent + date) at the same time Advanced filter persistence Advanced filters are saved in the URL — moving between conversations doesn't lose the applied filters Automatic resolution Open conversations with no activity for 30 days are automatically marked as resolved Conversation reopening Not available. A new message from the customer after resolution creates a new conversation Needs attention from a contact message Flagged **immediately** when the contact replies in a conversation handled by a human (it replaced the old configurable inactivity time, which was removed) ## Common errors and solutions ProblemLikely causeSolution Agent list empty when assigning There are no active users with permission for the Conversations module Check in **Platform > Users** that there's an active agent with permission Conversation assigned but the agent can't see it The agent doesn't have the Conversations module open or hasn't refreshed the page Ask the agent to refresh the browser (F5) or log out and back in The **Assign team** option doesn't show in the menu There are no teams set up in the account Create a team in **Platform > Teams** first Priority doesn't show on the conversation The conversation has no priority set (the default is “No priority”) Click **Set priority** and select a level Conversation doesn't disappear after marking as resolved The “Conversation status” filter may be set to “All statuses” or the “All conversations” tab Apply the **Open** filter or switch to the **In service** tab to see only active conversations The **Resume AI** options don't show in the menu The conversation doesn't have **Who replies = Human** The AI can only be resumed when a human has taken over the conversation Error resuming AI: conflict Another action is being processed on the same conversation Wait a few seconds and try again The customer replied but the old conversation doesn't reappear When a conversation is **Resolved**, new messages from the customer create a new conversation instead of reopening the old one Look for the new conversation in the list or on the contact's profile ## Frequently asked questions ## Frequently asked questions **What's the difference between assigning to an agent and assigning to a team?** Assigning to a specific agent puts the conversation only in that person's queue. Assigning to a team puts it in the team's shared queue, and any member can pick it up; the first one to reply becomes responsible. Use an agent for expertise; use a team for shared distribution. **What's the difference between a conversation's Owner and Agent?** The **Agent** is who replies to the conversation day to day and is in the service queue. The **Owner** is who follows the lead or opportunity (usually a salesperson), without necessarily handling it. Setting the owner doesn't change who is replying or pause the AI — it's just a follow-up link. The same person can be owner and agent, but the roles are independent. **When I start a conversation manually, who becomes the owner?** You. When you use **Start new conversation** in the Inbox, the agent who starts it is set as the conversation's **owner** — so it shows up for you even with access limited to your own conversations (“Own” or “Own + AI”). Conversations that come in through inbound (the lead wrote first) or a campaign still start without an owner. **Can I see conversations assigned to other agents?** Yes, if you have manager or admin permission. Regular agents only see their own conversations and their team's. Use the **“All teams”** filter if your permission allows it. **What happens to a conversation if the agent it was assigned to goes offline?** If it was assigned to a specific agent, it stays in their queue even while they're offline; a conversation isn't reassigned automatically. If it was assigned to a team, the next available team member can take it. **Can I reassign a conversation the AI is replying to?** Yes. When you assign an agent, the AI is silently paused and the agent takes over. The agent's messages take priority. **Can I hand a conversation back to the AI after a human has taken over?** Yes, with **Resume AI** or **Resume AI and send message** in the three dots button. See [Resume AI in a human conversation](https://nuvia.ai/en/docs). **When does a conversation get the “Needs attention” indicator?** As soon as the **contact replies** in a conversation being handled by a **human**, it's flagged right away — you no longer have to wait for an inactivity time. The old “Inactivity time” field (configurable per agent) was removed. The indicator also shows when the agent asks for a transfer to a human or for AI support. **Can I delete a conversation?** There's no delete option. Conversations can be marked as resolved for organization, but the history is always kept. To remove a customer's data (GDPR), you need to ask the admin. **Can I reopen a conversation that was marked as resolved?** There's currently no reopen action in the interface. If the customer sends a new message after resolution, the platform automatically creates a **new conversation**; the old one stays resolved and its history is accessible from the contact's profile. **What is the “All conversations” tab for?** The **All conversations** tab shows conversations of every status (open and resolved) with no state filter pre-applied. It's useful when you need a complete overview — for example, to look for a specific conversation without knowing if it has already been resolved. In the other tabs (In service, In follow-up, In campaign), only open conversations show by default. [NextHow to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) Was this article helpful? ## Related articles - [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) - [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) - [How to view and export conversations](https://nuvia.ai/en/docs/artigos/15363594-how-to-view-and-export-conversations) - [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations